Full Returns & Refunds Policy
Trading name: Martin Blyth (LithoGlow)
Contact: info@lithoglow.co.uk
Returns address: 108 Marmion Drive, Glenrothes, KY6 2PQ, United Kingdom
Production time: Up to 4 working days after proof approval
Shipping (UK): Typically 48 hours (2 working days) after dispatch
Summary
- Personalised items (lithophanes): No change-of-mind returns as standard (see Personalised Products). We’ll fix any manufacturing issues or damage in transit.
- Non-personalised items: Not currently sold.
- Damaged in transit: Contact us within 7 days of delivery with photos — we’ll repair, replace, or refund.
- Warranty: 1 year for manufacturing faults (see Warranty).
- Return postage: Customer pays unless the item is damaged/faulty or we made an error.
- International returns: Not accepted unless damaged/faulty.
- Your statutory rights are not affected.
Personalised Products (Lithophanes)
Each lithophane is made to your photo and approved by you at the proof stage. Under UK law, personalised/made-to-order items are generally not eligible for change-of-mind cancellations or returns. If there is a manufacturing defect, print flaw, electronics fault, or damage in transit, we will repair, replace, or refund promptly.
Goodwill option (if enabled): If we have explicitly offered a change-of-mind return for a personalised item, it will be handled under Goodwill Returns (Personalised) below.
Damaged on Arrival
If your order arrives damaged, please email info@lithoglow.co.uk within 7 days of delivery. Include your order number and clear photos of:
- Outer packaging
- Internal packaging
- The item and the fault/damage
We’ll arrange a replacement or refund swiftly. (Letting us know within 7 days helps with carrier claims—if you miss this window, you still have rights where the item is faulty or not as described.)
Your Legal Rights (Faulty/Not as Described)
You’re protected by the Consumer Rights Act 2015:
- Within 30 days of delivery: you can reject faulty goods for a full refund.
- After 30 days: we’ll provide a repair or replacement first. If that’s impossible or unsuccessful, you may be entitled to a price reduction or final right to reject.
- If the product is faulty/not as described, we cover standard return postage and refund standard outbound delivery charges where applicable.
(Nothing in this policy affects your statutory rights.)
Warranty (1 Year)
Your LithoGlow product is covered by a 1-year warranty against manufacturing defects and electronics faults under normal indoor use. We will repair or replace any confirmed fault within this period.
Exclusions include accidental damage, misuse, exposure to heat (PLA can soften if placed on radiators or in strong direct sun behind glass), liquid damage, or power issues caused by non-standard chargers. The LED backlight is 5 V; use a reputable USB power source.
This commercial warranty operates in addition to your statutory rights.
Cancellations
- Before proof is sent: Full refund.
- After proof is sent & before production starts: You may cancel; we may deduct a reasonable artwork/handling fee if significant work has been completed.
- In production (after proof approval): Order is locked. If cancelled at this stage, a 50% refund applies (covers materials, printing time, and setup).
(We do not currently sell non-personalised items; the 14-day cooling-off period for distance sales does not generally apply to personalised/made-to-order goods.)
How to Start a Return or Warranty Claim
Email info@lithoglow.co.uk with:
- Order number
- Description of the issue
- Photos (for damage/fault)
Please do not send returns without contacting us first—we’ll provide instructions and, where applicable, a pre-paid label for faulty/defective returns.
Return Postage
- Damaged/faulty/our mistake: LithoGlow covers return or replacement shipping.
- Change-of-mind (where applicable under Goodwill): Customer covers return shipping and is responsible for the parcel until we receive it.
Refunds
Once we receive and inspect your return (or approve evidence for damage/fault), we’ll process your refund to the original payment method within 2–5 working days. Your bank/card provider may take additional time to show the funds.
Exclusions & Care
- Normal wear, accidental damage, improper use, or heat exposure.
- Appearance differences versus on-screen viewing (we print mono for best contrast).
- Images supplied that are extremely low-resolution or heavily filtered (we’ll flag issues at proof stage where possible).
Care: Indoor use only. Keep away from heat and moisture. Dust with a soft, dry cloth—no solvents or abrasives.
International Orders
We do not accept international change-of-mind returns. For damaged or faulty international orders, please contact us within 7 days with photos so we can resolve this.
Goodwill Returns (Personalised) — Optional Policy
This section applies only if stated on your product page(s). Because we can often reuse the frame and LED, we may accept a change-of-mind return on personalised items under these conditions:
- You notify us within 14 days of delivery and return within a further 14 days.
- Item is returned clean, resellable, with all parts and packaging.
- You cover return postage (use tracked service recommended).
- A reuse surcharge is deducted to cover the non-reusable printed panel and handling: £10–£13 (as listed on the product page for that item).
- Original shipping is non-refundable.
- If the item is not received or arrives damaged due to poor packaging, we may be unable to process the refund.